# Helping the Helper: LLM-Assisted Problem Articulation for Older Adults Seeking Technology Support

arXiv: https://arxiv.org/abs/2601.10018 · HTML: https://mlsanity.com/paper/2601.10018/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 5 of its 80 references that are in the map.
- First posted on arXiv 15 Jan 2026.

## Builds on (most cited first, 5 of 5)

- [Sentence-BERT: Sentence Embeddings using Siamese BERT-Networks](https://mlsanity.com/paper/1908.10084/) (2019)
- [BERTScore: Evaluating Text Generation with BERT](https://mlsanity.com/paper/1904.09675/) (2019)
- [On the Evaluation Metrics for Paraphrase Generation](https://mlsanity.com/paper/2202.08479/) (2022)
- [Why and When LLM-Based Assistants Can Go Wrong: Investigating the Effectiveness of Prompt-Based Interactions for Software Help-Seeking](https://mlsanity.com/paper/2402.08030/) (2024)
- [Do It For Me vs. Do It With Me: Investigating User Perceptions of Different Paradigms of Automation in Copilots for Feature-Rich Software](https://mlsanity.com/paper/2504.15549/) (2025)

## Abstract (arXiv)

Older adults often struggle to articulate technology support needs due to unfamiliar technical terminology and age-related cognitive changes. We explore how large language models (LLMs) can facilitate this problem articulation process. Through a diary study (n = 27), we identified four communication barriers in older adults' queries: verbosity, incompleteness, over-specification, and under-specification. To mitigate these barriers, we developed an LLM pipeline that clarifies context and paraphrases unstructured queries. LLM-rephrased queries significantly improved automated solution accuracy (69% vs. 35%). Furthermore, younger adults (n = 48) acting as technology helpers understood LLM-rephrased queries better (93.7% vs. 65.8%) and reported greater ease in providing support. Older adults (n = 34) also found the resulting solutions highly actionable (94.7%). Finally, we contribute the first synthetic dataset of older adults' technology assistance queries (STAQ). This work demonstrates how LLMs can improve technology support seeking for older adults by addressing age-related communication barriers.